Yashira Lopez
Summary
Dynamic and results-driven professional with over a decade of experience in operations support, team coordination, and customer service within the telecommunications industry. Recently promoted to NFS Supervisor, demonstrating strong leadership and the ability to drive team performance through motivation, coaching, and effective workflow management. Proven track record in handling high-pressure environments, streamlining processes, and exceeding performance metrics. Recognized for exceptional problem-solving skills, adaptability, and a commitment to delivering top-tier service and operational excellence.
Overview
9
9
years of professional experience
Work History
National Field Support Supervisor
Charter Communications
03.2025 - Current
- Lead and oversee a team of 8-10 representatives, ensuring productivity and adherence to company standards.
- Monitor individual and team performance through key metrics, offering coaching and support where needed.
- Motivate team members with positive reinforcement, clear communication, and accountability.
- Conduct regular check-ins and feedback sessions to drive performance improvements.
- Support process improvements and help implement new initiatives to improve workflow and service delivery.
National Field Support REP 3
Charter Communication
Brooklyn
07.2018 - 03.2025
- Processed and reviewed claims data, ensuring accuracy and compliance with company policies.
- Managed service delivery by strategically scheduling and dispatching field units, improving efficiency and reducing delays.
- Conducted data entry and maintained accurate service logs to support business operations and reporting.
- Resolved claims discrepancies by analyzing service reports, communicating with customers, and collaborating with internal teams.
- Collaborated with leadership to identify and implement process improvements that enhanced customer service and operational performance.
- Mentored new team members as a Lead Program participant, providing training on claims processing, dispatch operations, and customer service protocols.
Dispatcher/Customer Service
Citi Connect
New York
05.2016 - 07.2018
- Directed field units using advanced communication tools to ensure timely service execution.
- Maintained up-to-date logs and records, streamlining reporting and compliance processes.
- Coordinated responses to obstacles and adjusted schedules to meet dynamic operational demands.
- Delivered high-quality customer support, addressing inquiries and resolving complaints effectively.
- Streamlined operational workflow by developing comprehensive documentation systems and standardizing reporting procedures.
Education
HIGH SCHOOL DIPLOMA -
Leadership Institute
01.2011
HR ANALYTICS CERTIFICATE -
Cornell university
07.2025
Skills
- Bilingual(Spanish)
- Communication
- Time Management
- Conflict Resolution
- Documentation
- Team Leadership
- Problem Solving
- Organizational Skills
- Dispatch
- Customer Service
- Resource Scheduling
- Data Management
- Customer Engagement
Timeline
National Field Support Supervisor
Charter Communications
03.2025 - Current
National Field Support REP 3
Charter Communication
07.2018 - 03.2025
Dispatcher/Customer Service
Citi Connect
05.2016 - 07.2018
HIGH SCHOOL DIPLOMA -
Leadership Institute
HR ANALYTICS CERTIFICATE -
Cornell university